2Way Fraud Alerts help to protect you by immediately alerting you of potential fraud on your cards through two-way texts, phone calls or email alerts.
2. Is this service available 24/7, or only during in a certain timeframe?
Emails will be sent 24/7. Texts will be sent from 7:00 a.m. to 10:00 p.m. Calls will be made from 8:00 a.m. to 9:00 p.m. Texts and voice calls pending from the night before will be triggered the following morning. Agents are available 24/7.
3. How can I stop text messages if I don’t want to receive them any longer?
All you need to do is to respond back to the text alert with the word STOP. If you have service through AT&T, Verizon, Sprint or T-Mobile, you will not be charged message or data rates for our fraud alerts. You will continue to receive phone calls and emails even if you decline texts.
4. Can the alerts be sent to me when I travel internationally?
Text or phone calls won’t work internationally, but please make sure your email address is current as emails can be sent 24 hours a day, 7 days a week.
5. How do I enroll?
All cardholders have already been included in 2Way Fraud Alerts as part of our fraud protection services. 2Way Fraud Alerts work best when we have your most up-to-date contact information. To update your phone numbers or email address, please contact us at 1-888-WSFSBANK or stop by any of our convenient banking offices. Online banking users can update their contact information by using the Customer Service tab and clicking on Manage Contact Information.
6. What triggers these alerts?
Transactions that have been identified as potentially fraudulent trigger the alerts.
7. If I receive an alert, does that automatically block my account from further purchases?
The majority of purchases made on accounts with suspected fraud will be blocked, just as they are today. However, some lower risk items may not be declined.
8. If I respond back that the transaction(s) are valid, will you automatically unblock my account?
Yes, though please keep in mind that it could take 5–10 minutes for a block to be removed in some situations.
9. If a transaction is declined due to suspected fraud, but I validate that I did make the purchase, can I try to complete the purchase again?
Once the alert is updated in our fraud system, you can attempt the transaction again, usually within 5–10 minutes of the returned call/text/email.
10. What if my “yes” or “no” text response has a typo?
The system will accept many common typo variations of the “yes” or “no” text message response. If the system cannot understand what was typed, it will generate a message to call a representative for help.
11. Are there any differences for consumers and business cardholders?
12. Can I establish preferences through my online banking or mobile app?
2Way Fraud Alerts are not configurable through online or mobile banking as they are generated from our fraud systems. Alerts are typically generated in the order below:
2) Voice Call
Alerts generated overnight result in an email only until calling and texting hours are available. Text will be sent from 7:00 a.m. to 10:00 p.m. Calls will be made from 8:00 a.m. to 9:00 p.m.
13. How do incoming and outgoing voice calls work?
2Way Fraud Alerts are triggered by today’s existing fraud monitoring system. If a mobile phone number is on record, a text alert will be triggered first. All numbers on record that are identified as mobile phone numbers will be utilized. 2Way Fraud Alerts has technology that can determine if a phone number is a mobile or land line. If we do not receive a response to the text(s), the system sends an automated voice call asking you to confirm if authorizations are valid or unrecognized. If you select “Not Recognized,” the call is transferred to a fraud specialist to confirm the fraudulent transaction(s). If there is no response to the text or voice call, an email is sent requesting that you confirm the transactions are valid.